PHILIP BURGESS

# Building a Strong UX Research Foundation: The Essential Steps By Philip Burgess - UX Research Leader 1. The Business Case Defines the “Why” The business case sets the stage for our research. It answers essential questions: Why are we doing this research? What business decision or risk does it support? Example Customer service calls about claims submissions have increased by 30%, costing $250K per quarter. We need to understand what’s driving this friction to reduce costs a